Air France KLM Martinair Cargo (AFKLMP) has announced that it has reached three major milestones in its ongoing business transformation: 91% of all bookings are now made through digital channels, the global launch of CRM360 has been completed and the PLUS service level has firmly established itself as a customer favorite.
GertJan Roelands, Senior Vice President Commercial at AFKLMP Cargo, said: “These milestones are part of a broader business transformation we started five years ago. They show that by combining technology, service and innovation, we can create real value for our customers and the industry.”
Over the past eight years, AFKLMP Cargo has transformed its customer offering, evolving from a simple online quoting tool to myCargo, a comprehensive digital services hub.
By constantly introducing new features and integrating them within a clear multi-channel strategy, AFKLMP Cargo has made digital the global standard for cargo bookings.
Reaching 91% of bookings through digital channels marks a significant achievement, reflecting both strong customer adoption and the commitment of AFKLMP Cargo’s sales teams around the world. It reinforces the airline’s position as a pioneer in digital cargo services.
In parallel, AFKLMP Cargo has continued to invest in service excellence. With the launch of CRM360, developed in partnership with Salesforce, the airline now operates a unified customer relationship management platform at 68 service stations around the world.
The deployment, executed over 16 months in 15 waves, concluded with final commissioning in Cairo for Northwest Africa and the Levant.
CRM360 combines cutting-edge technology with the expertise of local service teams, enabling closer collaboration, faster response times, and a more seamless customer experience.
This new CRM platform is unique in the industry and opens the door to AI-enabled services that will allow airline teams to focus on higher value-added customer interactions.
For your customers, it means optimized time to market and an even higher level of service. Continuous feedback from employees and customers has played a key role in shaping and refining the platform.
Launched just two years ago, AFKLMP LoadThe PLUS service has quickly become the preferred option for customers looking for greater security for their shipments. With thousands of bookings already completed, PLUS consistently delivers on its promise of preferential handling and faster recovery in the event of operational challenges.
Roelands said: “Reaching 91% digital bookings, completing the global rollout of CRM360 and seeing strong customer acceptance of PLUS reflect the same ambition: to make it easier and more reliable for customers to do business with us.
“Our roadmap continues. Our goal is to offer customers a B2B experience with the ease of a B2C environment: doing business with us should be fast, transparent and easy, allowing customers to stay in control 24/7. Ultimately, our goal is to offer the best possible experience in the industry.”
READ MORE NEWS: Air France KLM Martinair Cargo achieves a milestone in online bookings
